Progress payment not paid from the 25 April 2022

We have been approved a building loan by standard bank. on the 25 March 2022 an assessor has submitted the report for a progress payment to be made to us. up until today nothing has been paid. we have been calling our private banker from last week Friday(29 April 2022) and today from the morning today(03 May 2022) to find out what is happening and we are not getting any feedback. this is such an inconvenience to us as this non payment has delayed a lot of things from our side and we have incurred extra costs. Someone must tell us what is happening urgently.